Janice Darkwah
Newark,NJ
Summary
Motivated and reliable candidate with strong initiative, adept at working under pressure and handling multiple tasks while maintaining professional communication. Recognized for hardworking and dependable nature, actively seeking employment with a competent company to leverage training and make valuable contributions to team and organizational success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Contact Center Specialist/ Customer Service rep (remote)
IHG (Holiday inn Express)
01.2020 - 09.2024
- Responding promptly and professionally to inbound customer inquiries via phone, email and live chat
- Assist customers with their complex booking needs for reservations, ancillary services and packages
- Aid and support to clients regarding reservations, changes, cancellations, and other accommodation-related issues
- Maintain accurate records of client’s information, hotel bookings, expenses while ensuring confidentiality and compliance with company policies
- Providing exceptional client service by addressing any client complaints and resolving issues to meet their satisfaction.
Lead customer service agent/call center
Forever 21
05.2019 - 11.2019
- Greet customers and help them locate merchandise
- Assisted in inventory management, contributing to reduction in stock discrepancies
- Initiated and supported marketing strategies and maintaining promotional displays
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback
- Resolved customer complaints professionally, leading to improved customer relations and loyalty
- Worked flexible schedule and extra shifts to meet business needs.
Caregiver facility manager (remote/in person)
Griswold Home Care
03.2015 - 04.2019
- Oversaw preparation of specialized meals to meet diverse needs of patients
- Formulated individualized care plans to ensure patients well-being
- Administered patient appointment schedules, facilitating access to necessary healthcare services
- Monitored and maintained contract budgets to ensure cost-effective care service provision
- Coordinated access to range of services, including clinical support and community resources.
Patient Care Technician Supervisor
PCT/EXTENSHIP
10.2012 - 05.2015
- Managed staff scheduling, maintaining operational flow and supervising departmental personnel
- Oversaw patient account management, ensuring accurate billing processes and efficient collection procedures
- Performing administrative duties such as record keeping, budgeting filing and other clerical duties.
Lead customer service specialist/ call center representative
ELAL Airlines
05.2009 - 09.2012
- Scheduled advance and last – minute bookings
- Managed passenger database
- Monitored airline schedules and posted updates on airline webpage
- Developed and implemented promotional strategies to boost airline bookings
- Handled internal and external communication.
Education
New Educare Institute of Healthcare
Newark, NJ09.2016
Empire Beauty School
New York, NY01.2010
Essex County College
Newark, NJ04.2005
Skills
- Communication skills
- Active listening
- Adaptability
- Problem solving
- Medical documentation
- Time management
- Multitasking
- Sales technique
- Data analysis
- Information management
Timeline
Contact Center Specialist/ Customer Service rep (remote)
IHG (Holiday inn Express)
01.2020 - 09.2024
Lead customer service agent/call center
Forever 21
05.2019 - 11.2019
Caregiver facility manager (remote/in person)
Griswold Home Care
03.2015 - 04.2019
Patient Care Technician Supervisor
PCT/EXTENSHIP
10.2012 - 05.2015
Lead customer service specialist/ call center representative
ELAL Airlines
05.2009 - 09.2012
New Educare Institute of Healthcare
Empire Beauty School
Essex County College